Public Service Innovation through Public Service Mall

Abstract

Public service reform is carried out by carrying out a process of change in the bureaucracy which will affect the orientation of public services; at first, the transformation of public services is the adoption of private sector values, which are often profit-oriented services so that people find it difficult to get services. So far, the dynamics of public services in Indonesia have tended to be late in responding to the needs of the grassroots in every region in Indonesia, so this requires ongoing steps, meaning that evaluation and correction must continually be improved to achieve the goal of bureaucratic reform that reaches the heart of bureaucracy in Indonesia. This study aims to describe and analyze the implementation of the Sumenep Regency Regent's Regulation Number 49 of 2019 concerning implementing Public Service Malls (MPP) in the Sumenep Regency. This research was at the Investment and One Stop Service Office, Sumenep Regency, East Java Province. Researchers used a descriptive qualitative research approach with data collection techniques using observation, interviews, and documentation. The results of this study are the implementation of the policy of the Sumenep Regency Regent's regulations covering several factors, including communication factors with the clarity of policy orders from the Regional Government to implementing organizations, resources related to facilities and infrastructure both available and not yet available, disposition, bureaucratic structure in operational standards procedures for implementing services and digital innovation. The driving and inhibiting factors in implementing this policy are presidential and ministerial regulations regarding the administration of public service malls, the public's low understanding of the applicable system, and the difficulty for the community to obtain optimal and effective services.